A video gives us useful insight around your property, including any access considerations. The feedback you provide will help us to better plan your installation and ensure our team bring the right equipment to get you installed.

That's completely fine! If you'd rather not provide a video, our team will continue with the installation process as planned. You can find out more about what happens during your full fibre installation by watching our short video here

While there's no strict deadline, the sooner we receive the video, the sooner we can assess the survey. We do ask that videos are submitted within 24 hours as this gives us time to review it ahead of your pre-installation work.

No, you just need your smartphone with its camera and microphone, along with a stable internet connection.

We recommend keeping the video between 30 to 60 seconds long. This should usually give you sufficient time to film what is required and not take up too much of your time.

Absolutely. We take data privacy and security very seriously. Your video will be securely stored and only accessible to authorised members of our team involved in your install process. In addition, the software we use automatically blurs faces. However, we do ask that you do not film people or any other personally identifiable information. For more information, please visit our Privacy Policy.

If you have any technical issues recording the video or submitting it, don’t worry, your installation will still proceed as planned if you’re not able to submit the survey. Our Customer Service team are on hand to help, you can contact them on 01865 591 131 or via online chat.

No, the video footage submitted will not determine the exact route of your installation. The route of your installation will be based on different factors including the most efficient route and what is right for your property.

If you have completed the survey and see a thank you message, then please be assured that we have received your video survey. You won't hear from us unless we need to contact you to discuss your installation further.

Unfortunately not, once the video has been submitted this is for our internal purposes only to help us with the installation process.

Please contact our Customer Service team on 01865 591 131 or via online chat and they will be able to help and advise on if this is possible.

If your building is listed, you will need to obtain Listed Building Consent prior to any installation work being carried out. Please contact your Local Authority who will be able to help with this. You can still carry out the survey and send this back to us, as the footage will be valuable to our installation team.

Please don’t worry, it’s not compulsory and we understand that not everyone will be able to. Your installation will proceed as normal. You can find out more about our installation process here

We will only contact you if we have identified something that may delay your installation.

We send this survey SMS under our legitimate interest in providing you with a quality service. To learn more about how we protect and manage your personal data, please see the ‘Sharing your information’ section of our Privacy Policy.